Service Assurance Specialist

BCM One

1d•Hybrid

About The Position

Join our growing team at BCM One, a global leader in telecommunications, as a Data NOC Tier 1 Specialist, internally referred to as a Service Assurance Specialist. In this vital role, you will be responsible for managing technical customer service issues related to data repair and network performance. Your responsibilities will include opening and managing trouble tickets, providing timely customer updates, and ensuring the swift resolution of all data-related telecom issues in accordance with established SLA guidelines. As a Data NOC Tier 1 Specialist, you will play a key role in maintaining BCM One’s reputation for exceptional service delivery. You will collaborate closely with internal teams and external partners to identify and resolve network concerns, support customers through efficient communication, and ensure uninterrupted connectivity. This role is ideal for detail-oriented professionals with a passion for technology, problem-solving, and delivering outstanding client support in a fast-paced environment. Work Locations: This position will be hybrid based out of our office in Makati City, Philippines. We are typically in the office 3 days per week with WFH the other 2 days. This is subject to change based on the demands of the position and company. This position must live and be authorized to work in the Philippines; it is not eligible for relocation or sponsorship. Hours: Training Schedule – Night Shift: 9 PM to 6 AM local time (9 AM to 6 PM Eastern US business hours). Post-training – Amenable to a 24x7 rotating schedule, which may include weekends and holidays. Regular work hours may transition to a 11 hour shift 4 days per week after training; initial schedule will follow an 8 hour shift 5 days per week setup.

Requirements

2–3 years of experience in a Network Operations Center or telecom service management role.
Bachelor’s degree preferred in Electronics & Communications, Computer Engineering, or a related field
Knowledge of enterprise data services (Broadband, DIA, MPLS, Private Line, Colocation) and voice network systems (POTS, PRI, VoIP, Long Distance, E-fax).
Proficient in MS Office applications (Excel, Word, PowerPoint, PDF).
Excellent English communication skills (verbal and written); proficient in creating process flows and documentation.
Strong analytical and problem-solving abilities with a focus on quality, efficiency, and results.
Detail-oriented and proactive in identifying and resolving issues.

Responsibilities

Gather and verify all required customer and circuit details for ticket creation
Open, categorize, and assign trouble tickets to the correct department or carrier/vendor
Troubleshoot data service issues and ensure resolution in line with SLA standards
Coordinate and follow up with carriers and internal teams for timely updates and resolutions
Maintain consistent communication with customers regarding ticket status and progress
Escalate issues as needed until service is fully restored and tickets are closed
Document all ticket activities and time stamps accurately in the service system
Provide post-resolution reports and communicate outage details to customers
Prepare reports, documentation, and maintenance notifications as required
Ensure customer satisfaction and service acceptance through follow-up and quality delivery
Take ownership of service-related decisions and independently manage assigned tasks
Perform additional duties and business projects as assigned by the manager